Purpose of the Job
The primary purpose of the role is to lead and direct the operational support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

 

Specification
RESPONSIBILITIES

Switch Team Lead:

 

Technical Support

 

• Act as escalation point for effective resolution of escalated issues thorough root cause analysis and effective resolution and / or providing concise reporting. Ensure internal change requests are submitted, updated, and followed up on for implementation and resolution.
• Provide 2nd and 3rd level support functions for the real-time environment where applicable in support of the Switch Team.
• Ensure production platforms are reviewed periodically and maintenance / housekeeping is performed regularly.
• Identify enhancements to improve supportability, operability, and performance of systems.
• Maintain internal services and perform day to day IT admin tasks.
• Track and report on incidents
• Conduct SQL scripting and DB maintenance.
• Work independently to troubleshoot support requests.
• Enforce and manage escalation policies.
• Implementation of software and patches

 

 

 

Customer Service

 

• Manage the standby schedule for after hour support.
• Provide after-hours support.
• Provide root cause for support requests to customers, according to the Service

Level Agreement

• Enhance, drive, and deliver a customer centric support model.
• Ensure effective communication of planned and unplanned outages.
• Manage and direct alerts or escalations escalated to Tech Ops are resolved timeously and communicated to requestors within SLA.
• Establish and maintain a positive professional relationship with customers.
• Arrange and conduct training where required.
• Manage team adherence to SLA to ensure consistent and predictable service delivery.
• Support tactical and strategic goals of the operations team.
• Provide training and mentoring for support team members, including escalated support for Events & Incidents

 

 

Work Collaboratively

• Build a culture of respect and understanding across the organization.
• Recognize outcomes which resulted from effective collaboration between teams.
• Build co-operation and overcome barriers to information sharing, communication,

and collaboration across the organization

• Facilitate opportunities to engage and collaborate with external stakeholders to

develop joint solutions.

 

 

Team Management

• Through effective inspirational leadership, facilitate the creation of accountable,

full-service teams who understand and strive to meet the needs of all stakeholders.

• Role model behaviour and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.

 

 

 

Self-Management

 

• Set an example through personal quality and productivity standards and ways of

working with others.

• Demonstrate consistent application of internal policies &procedures. Plan and priorities, demonstrating abilities to manage competing
• Demonstrate abilities to anticipate and manage change. Demonstrate flexibility.

in balancing achievement of own objectives with abilities to understand and

respond to organizational and team needs.

 

 

Leadership

 

• Be an effective inspirational servant leader to facilitate the creation of motivated,

accountable, full-service teams who understand and strive to meet the needs of all stakeholders.

• Coach, counsel and train digital team, operational support, and staff to apply,

support, sustain and develop a continuous service improvement culture.

• Role model behaviour and motivate team members in line with the Blue Label

Telecoms values and ethos.

• Guidance of others and active development of self to improve on their technical

and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business.

• Translates strategy into goals for performance and growth helping to implement organization-wide goal setting, performance management, and annual operating

planning.

• Identify the capabilities needed to meet the current and emerging business needs of the organization. Evaluate current capabilities, identify gaps, and prioritize development activities.

 

 

 

BEHAVIORAL COMPETENCIES

• Customer Focus
• Instils Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability
• Business Insight
• Manages Complexity
• Plans and Aligns
• Balances Stakeholders
• Drives Results
• Ensures Accountability
• Financial Acumen
• Builds Effective Teams

 

EDUCATION

• Matric
• Post graduate qualification in Information Technology or similar would be an advantage.

 

EXPERIENCE

 

• Minimum 2 – 4 years’ related work experience
• Experience of financial processing or the Postillion Application suite would be an advantage.

 

 

Applications:

 

All applications need to be forwarded to the Human Capital Department with Reference Number: SWITCHTL-0123 to vacancies@switch.tj before close of business on Friday, 03 February 2023 at 17h00